Product Update: Apr 21 | Ticket auto-reply template is now customizable!

Announcements
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Ticket auto-reply template is now customizable! :tada:

Property admins can now customize the automatic “we got your message” email that customers receive when a new ticket is created for each property. Choose your wording, and even your preferred language.

:envelope: How to Set It Up

Select your Property, go to Administration > Channels > Ticketing > Ticket Auto-Reply Message and edit your template.

:pencil2: Rich Text Editor

Same editor pattern used in KB articles and chat widget text cards. Bold, italic, and clickable links via floating toolbar. Paste from Word, Gmail, or Google Docs and formatting is preserved automatically. Power users can flip the HTML toggle to edit raw source directly.

:gear: Variable Substitution

Two variables available:

  • {{ name }} – replaced with the customer’s name
  • {{ ticketId }} – replaced with the unique ticket reference number

Click the [Name] or [Ticket ID] chips above the editor to insert at cursor position, or type the variables manually.

:pushpin: Things to Note:

  • Character limit: 1,000 characters per template
  • Only basic formatting supported in this release: bold, italic, links
  • Images, emoji graphics, and embedded media are not supported
  • Links must use http://, https://, or mailto: – relative or invalid links are dropped on save
  • Only two variables supported for now: {{ name }} and {{ ticketId }}
  • No disable toggle yet – the auto-reply fires on every customer-initiated ticket. Planned as a follow-up.